Customer Support Specialist (US Healthcare) - EST Hours | Remote

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.

About the Role

We are seeking a motivated and tech-savvy Customer Support Specialist to serve as the primary point of contact for our US-based client. This role is embedded within a small, fast-paced SaaS company that provides a digital visitor management and reputation platform to skilled nursing and senior care facilities across the United States.

You will be responsible for diagnosing and resolving platform and kiosk-related issues, managing user accounts, and ensuring that every facility you support has a smooth and positive experience with the platform.

This is not a passive support role. You will take full ownership of the customer support function — handling inbound queries, troubleshooting technical issues, and ensuring that facility staff can use the platform effectively every day.

PLEASE NOTE:

• Working Hours: Monday – Friday | 8:00 AM – 5:00 PM EST (14:00 PM – 23:00 PM South African time – subject to daylight savings).
• Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote.

Job Responsibilities (not limited to):

Technical Support & Troubleshooting

• Respond to inbound customer emails reporting issues with the kiosk hardware or software platform.
• Diagnose and resolve issues through structured, step-by-step troubleshooting — checking device connectivity, Wi-Fi, network settings, power, and configuration.
• Communicate clear, professional resolutions to facility staff in a patient and helpful manner.
• Recognise patterns in recurring issues and escalate where necessary.

Platform & User Administration

• Add new users to the web portal upon customer request, capturing accurate name and contact details.
• Configure feedback and alert email settings per facility requirements.
• Update facility branding and logos displayed on the kiosk.
• Manage and maintain COVID-19 health screening questions for facilities that require them.

Onboarding & Client Support

• Assist with the onboarding of new facility clients onto the platform.
• Guide facility staff through platform features to ensure successful adoption and usage.
• Maintain accurate records of client interactions, issues logged, and resolutions

Working Experience:

• 1–2+ years of experience in a customer support, technical support, or client-facing role.
• Experience working with SaaS platforms or software portals is strongly preferred.
• Exposure to healthcare, aged care, or senior living environments is advantageous but not required.
• Demonstrated ability to manage a high volume of customer queries efficiently and professionally.

Key Skills:

• Customer service and query resolution.
• Basic IT troubleshooting and technical problem-solving.
• Clear and professional written and verbal communication.
• Accurate data entry and digital record keeping.
• Time management and task prioritisation.

Soft Skills:

• Excellent verbal and written English communication skills.
• Professional, patient, and confident phone and email manner.
• Strong problem-solving ability with a calm, solutions-focused approach.
• Highly organised and detail-oriented.
• Proactive with strong follow-up skills and the ability to work independently.

Technical Skills:

• Comfortable navigating web-based software portals and SaaS platforms.
• Proficiency in MS Office and Outlook.
• Comfortable performing accurate data entry and maintaining digital records.

Success Metrics:

• Customer satisfaction and query resolution rates.
• Response and resolution times for inbound support queries.
• Accuracy and completeness of user and platform administration tasks.
• Successful onboarding and platform adoption rates for new facility clients.

If you are not contacted within 14 working days, please consider your application unsuccessful.